1. About these Term

1.1  These Terms and Conditions (Terms) apply to healthcare and related services supplied by Medical Health Limited, trading as Private GP Surgery (MHL, we, us or our), including services booked through our website, by telephone, by electronic message or in person.

1.2  By making a booking, paying for a service, attending an appointment or using a service, you agree to these Terms. If the patient is a child or lacks capacity to contract, the person arranging the service confirms that they have authority to do so and accepts responsibility for payment.

1.3  A booking confirmation, consent form, treatment plan, fee quotation or service-specific information may contain additional terms. If there is an inconsistency, the service-specific document takes priority for that service, except where the law requires otherwise.

1.4  These Terms do not replace clinical consent. A clinician will explain material benefits, risks, alternatives and limitations relevant to a proposed investigation or treatment, and may ask for separate written consent.

1.5  Nothing in these Terms affects your statutory rights as a consumer.

2. Who provides the service

2.1  Medical Health Limited is a company registered in England and Wales under company number 12705438. Its business address is 1 Mulberry Close, Weybridge, Surrey KT13 8RA.

2.2  MHL is registered with the Care Quality Commission (CQC), provider ID 1-21255364082, for Treatment of Disease, Disorder or Injury and Diagnostic and Screening Procedures at 1-5 Portpool Lane, London EC1N 7UU.

2.3  Your booking confirmation or clinical documentation will identify the provider responsible for your service. These Terms apply only where MHL is the provider. Services supplied by another legal entity or at a location operated under another provider’s registration may be subject to separate terms.

3. Our services and their limits

3.1  MHL provides multidisciplinary outpatient services within its registered activities and the competence, practising privileges and authorised scope of the clinician involved. Depending on clinical suitability and current availability, services may include:

• in-person and remote GP consultations, assessment, diagnosis and treatment of acute and chronic conditions;
• prescribing, medication reviews, preventative health checks, travel medicine and vaccinations;
• minor wound care, ear microsuction and other non-surgical primary care procedures;
• blood, urine and swab collection; health screening; ECG; spirometry; ultrasound; echocardiography; and other non-invasive diagnostic investigations;
• specialist consultations and assessments, including services delivered by appropriately qualified consultants and allied health professionals;
• clinically appropriate referrals to laboratories, imaging providers, hospitals, pharmacies and other healthcare providers; and
• remote consultations and home visits where clinically appropriate and supported by suitable arrangements.

3.2  The precise service available depends on the clinician, location, patient age, clinical need, equipment and regulatory scope. A service shown on a website or discussed during an enquiry is not guaranteed until we confirm the booking.

3.3  MHL does not provide emergency care, inpatient care, surgery, maternity services, detention or treatment under the Mental Health Act, or any service outside its registration and governance arrangements.

3.4  If your needs are outside our scope, or if safe care requires physical examination, emergency assessment, NHS services or another specialist, we may decline, stop or redirect the service.

Emergency warning: If you have severe or rapidly worsening symptoms, chest pain, severe breathing difficulty, signs of stroke, heavy bleeding, collapse, a serious allergic reaction, or another emergency, call 999 or attend A&E. Do not wait for an MHL appointment or response.

4. Booking, registration and information you provide

4.1  You must provide accurate, complete and current identity, contact, medical and medication information. This includes allergies, pregnancy status where relevant, previous diagnoses, current symptoms and any information requested to assess suitability.

4.2  You must tell us promptly if your contact details, medical circumstances or medication change before an appointment or while care is ongoing.

4.3  We may need to verify identity, age, parental responsibility, authority to act, or consent before providing a service or releasing information.

4.4  You are responsible for checking the details of your booking and following preparation instructions. Failure to do so may affect whether the service can proceed or the reliability of a result.

5. Fees, payment and additional costs

5.1  The price confirmed at booking covers only the service described. Full payment may be required to secure an appointment. Additional consultations, investigations, reports, prescriptions, medicines, vaccines, consumables, referrals or third-party charges are payable separately unless expressly included.

5.2  Where clinically appropriate options are available, the clinician will explain material additional charges before proceeding whenever reasonably practicable. In urgent or unforeseen circumstances, this may not always be possible.

5.3  Payment must be made using a method we accept. We may suspend non-urgent services, withhold non-clinical documents or recover reasonable costs where an undisputed payment remains overdue. We will not withhold urgent clinical information needed for patient safety.

5.4  Prices may change, but a price change will not affect a confirmed and fully paid booking unless the scope of the requested service changes.

6. Cancellation, rescheduling and lateness

6.1  Unless a service-specific policy states otherwise, you may reschedule without charge if you give at least 24 hours’ notice. A £30 administration charge may apply if you reschedule with less than 24 hours’ notice.

6.2  For mental capacity assessments: a full refund is available where cancellation is made at least 72 hours before the appointment; a £100 charge applies where cancellation is made between 24 and 48 hours before the appointment; where cancellation is made less than 24 hours before the appointment, 50% of the fee is refundable; no refund is due for non-attendance; and a £100 charge applies to rescheduling within 12 to 24 hours of the appointment.

6.3  For other appointments: a full refund is available where cancellation is made at least 48 hours before the appointment; a £30 charge applies where cancellation or rescheduling is made between 24 and 48 hours before the appointment; no refund is due where cancellation or rescheduling is made less than 24 hours before the appointment or where the patient does not attend. Bookings made less than 24 hours before the appointment are non-refundable, subject always to your statutory rights.

6.4  If you are running late, contact us as soon as possible. If you arrive more than five minutes late without prior agreement and seeing you would delay another patient or make the appointment clinically inadequate, we may shorten, reschedule or treat the appointment as missed.

6.5  We may cancel or reschedule because of clinician illness, equipment failure, safety concerns, force majeure or another operational reason. Where we cancel and cannot offer a suitable alternative, we will refund the amount paid for the affected service. We are not responsible for avoidable travel or other consequential costs unless the law requires otherwise.

7. Refunds

7.1  Refunds are normally returned to the original payment method. We aim to process an approved refund within seven working days, although the payment provider may take longer to credit your account.

7.2  Once a consultation, test, treatment, vaccine, medicine or other service has been provided, administered, collected, ordered or dispensed, it is not normally refundable merely because the outcome is not as expected or the patient changes their mind.

7.3  This does not affect any remedy available where a service was not provided with reasonable care and skill, was materially different from what was agreed, or where a refund is otherwise required by law.

8. Clinical judgment, consent and prescribing

8.1  All clinical decisions remain subject to the treating clinician’s independent professional judgment. Paying for an appointment does not guarantee a prescription, referral, certificate, letter, test, treatment, diagnosis or particular outcome.

8.2  A clinician may decline or stop a service where it is not clinically indicated, is unsafe, falls outside their competence or MHL’s scope, or where adequate information or valid consent is unavailable.

8.3  Medicines are prescribed only where clinically appropriate and lawful. Controlled drugs are subject to enhanced assessment and governance and may be declined. We may require medical records, identity checks, examination, monitoring or contact with your NHS GP or usual clinician before prescribing.

8.4  Prescription charges do not normally include the cost charged by a dispensing pharmacy. Availability, dispensing decisions and delivery times are controlled by the pharmacy.

8.5  You must use medicines only as directed, read the supplied information, report suspected adverse effects and seek urgent assistance where symptoms are severe.

9. Children, capacity, representatives and chaperones

9.1  Services for children are provided only where within the clinician’s competence, MHL’s scope and the service-specific age criteria. We may require a person with parental responsibility to attend and provide consent.

9.2  Where a patient may lack capacity, decisions will be taken in accordance with applicable law and professional guidance. A representative must provide accurate information about their authority. We may request documentary evidence.

9.3  Patients may request a chaperone. A clinician may also require one. If a suitable chaperone is unavailable, a non-urgent examination may need to be rearranged.

10. Remote consultations and home visits

10.1  Remote care has limitations because physical examination, observations and diagnostic testing may not be possible. You must be in a private and safe environment, provide your current location and contact number if asked, and follow instructions if the clinician recommends in-person or urgent assessment.

10.2  Technical failure may require a consultation to continue by another method or be rearranged. We will make reasonable efforts to restore contact, but urgent symptoms must be directed to emergency or NHS services.

10.3  Home visits are subject to geography, staffing, travel, access, infection-control and personal-safety considerations. You must provide a safe environment and disclose relevant hazards, animals, infectious illness or access restrictions in advance.

11. Tests, samples, imaging and results

11.1  No test or investigation is completely accurate. Results may be affected by timing, preparation, biological variation, sample quality, medication, equipment limitations and the sensitivity or specificity of the method used.

11.2  A normal result does not exclude every condition. An abnormal result does not by itself establish a diagnosis. Results must be interpreted in the context of symptoms, history and clinical examination where appropriate.

11.3  Estimated turnaround times are not guaranteed. Delays may arise from repeat analysis, sample transport, referral laboratory processes, quality checks or events outside our reasonable control.

11.4  Where a sample is unsuitable, lost, damaged, insufficient or produces an inconclusive result, repeat collection or an alternative investigation may be required. We will explain any additional charge where the need for repetition was not caused by our failure to exercise reasonable care and skill.

11.5  We will communicate results using the agreed method and may share them with the referring clinician or another healthcare professional where authorised or where lawful and necessary for care or safety.

11.6  You must ensure that we can contact you and must review communications and results promptly. If you have not received an expected result within the stated timeframe, contact us. Do not assume that silence means a normal result.

11.7  MHL operates clinical review and escalation arrangements for significant findings. However, you remain responsible for seeking medical help if symptoms persist, worsen or change, regardless of any test result.

12. Third-party services

12.1  We may use carefully selected third parties such as laboratories, pharmacies, couriers, imaging providers, hospitals, specialists, payment providers and IT suppliers. Some third parties provide services as our subcontractors; others contract directly with you.

12.2  Where a third party contracts directly with you, its own terms and charges apply. Where it acts on our behalf, MHL remains responsible to the extent required by law and our contract with you.

12.3  Laboratories may be UKAS-accredited for specified tests rather than for every assay they perform. Where relevant, the laboratory report may identify whether a test or component falls outside its current UKAS scope. This status does not replace clinical interpretation.

12.4  We are not responsible for delay or failure caused solely by a third party outside our reasonable control, but we will take reasonable steps to assist where the third party is part of the service arranged by us.

13. Medical records, confidentiality and data protection

13.1  MHL processes personal data, including health information, in accordance with the UK GDPR, the Data Protection Act 2018, duties of confidentiality and our Privacy Policy.

13.2  We use information to arrange and deliver care, maintain clinical records, process payment, assure quality, manage complaints, meet legal and regulatory duties and protect patients and others. The applicable lawful bases are explained in our Privacy Policy.

13.3  Clinical information may be shared with your NHS GP, referring clinician, laboratory, pharmacy, specialist, hospital or other care provider where you consent, where sharing is necessary for direct care, or where another lawful basis applies. We may also disclose information where required by law or necessary to protect someone from serious harm.

13.4  Electronic communications, including email, SMS and WhatsApp where offered, carry privacy and delivery risks. By choosing a channel, you ask us to use it for appropriate communications. We may use a more secure or suitable method for sensitive information.

13.5  You may exercise data protection rights and request access to records as explained in our Privacy Policy. Clinical records will be retained for the periods required by law, professional guidance and our retention policy.

14. Conduct, safety and ending the care relationship

14.1  Patients, representatives, visitors and staff must treat one another with dignity and respect. Violence, threats, harassment, discrimination, abusive communications, deliberate damage and conduct that places others at risk will not be tolerated.

14.2  We may set reasonable conditions, stop an appointment, require a person to leave, restrict communication channels or decline future non-emergency care where conduct is unsafe or the therapeutic relationship has broken down. We will consider vulnerability, make reasonable adjustments where required, and avoid ending ongoing care without appropriate notice or safety-netting where it would be unsafe to do so.

14.3  Actual or threatened criminal conduct may be reported to the police or another appropriate authority.

15. Website, social media and intellectual property

15.1  Website and social-media content is general information only. It is not personalised medical advice and must not be used for diagnosis, treatment or an emergency.

15.2  We take reasonable care over content but do not guarantee that it is complete, current or free from error. Links to third-party sites are provided for convenience and do not amount to endorsement.

15.3  Unless otherwise stated, MHL or its licensors own the intellectual property in its website, branding and original materials. You may view or print content for personal, non-commercial use, and may share your own clinical reports with healthcare professionals. Other reproduction or commercial use requires permission.

15.4  Do not post confidential patient information on public social media. We may moderate or remove unlawful, abusive, misleading, promotional or privacy-infringing content from channels we control.

16. Complaints and feedback

16.1  If you are dissatisfied, please tell us as soon as possible so that we can investigate and, where possible, put matters right. Complaints may be sent to info@privategpsurgery.co.uk or to Medical Health Limited, 1-5 Portpool Lane, London EC1N 7UU.

16.2  Complaints are handled under our Complaints Policy. We will acknowledge, investigate and respond within the timeframes set out in that policy, and explain any available internal review or external escalation route relevant to the service.

16.3  Making a complaint will not adversely affect your care. Immediate clinical concerns should be raised separately and urgently rather than waiting for the complaints process.

17. Our responsibility to you

17.1  We will provide services with reasonable care and skill and in accordance with applicable law, regulation and professional standards.

17.2  We are not responsible for harm caused by inaccurate or withheld information, failure to follow clear clinical advice, misuse of medicines, failure to seek urgent help, or circumstances outside our reasonable control, to the extent that the harm was not caused or contributed to by our breach of duty.

17.3  We do not guarantee a particular diagnosis, treatment response, test outcome, certificate, referral decision or clinical result.

17.4  Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory consumer rights, or any other liability that cannot lawfully be excluded or limited.

17.5  Any limitation in these Terms applies only to the fullest extent permitted by law and does not exclude losses that were reasonably foreseeable and caused by our breach.

18. Events beyond reasonable control

18.1  Neither party is responsible for delay or failure caused by events beyond reasonable control, including severe weather, transport disruption, utility or communications failure, public-health emergencies, industrial action, equipment failure or the unexpected unavailability of a clinician, provided reasonable steps are taken to reduce the effect.

18.2  This clause does not remove your obligation to pay for services already supplied or our obligation to refund a service that we cancel where these Terms or the law require a refund.

19. Changes to services and these Terms

19.1  We may update these Terms to reflect changes in law, regulation, professional guidance or our services. The version applying to a booking is normally the version in force when the booking is confirmed, unless a change is required by law or is necessary for patient safety.

19.2  The current version will be available on our website or on request. Material changes affecting ongoing care will be communicated where reasonably practicable.

20. General legal provisions

20.1  If any provision is found invalid or unenforceable, the remaining provisions continue in effect. A delay in enforcing a right does not waive it.

20.2  You may not transfer your rights or obligations under these Terms without our written consent. We may transfer our rights and obligations where this does not reduce your legal protections, for example as part of a lawful reorganisation or transfer of the service.

20.3  Except where legislation gives rights to another person, a person who is not a party to the agreement has no right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

20.4  These Terms and the contract between us are governed by English law. The courts of England and Wales have jurisdiction, but consumers resident in Scotland or Northern Ireland may bring proceedings in their home courts where applicable consumer law allows.

21. Contact details

Provider	Medical Health Limited (trading as Private GP Surgery)
Service address	1-5 Portpool Lane, London EC1N 7UU
Business address	1 Mulberry Close, Weybridge, Surrey KT13 8RA
Telephone	020 3633 6341
Email	info@privategpsurgery.co.uk
Website	privategpsurgery.co.uk